MAJOR RESPONSIBILIES

职责概要:

To provide leadership and direction for the AYS(At-Your-Service)department. Responsibilities include training, motivating and managing the AYS Agent keeping guest hospitality as the number one focus. The supervisor should ensure that each associate has sufficient resources to perform her/his job well and constantly seek to improve the methods to meet the guest needs. The supervisor should manage daily operational tasks in an efficient and regular manner. Coordinate the shift operations in accordance to the corporate and local SOP’s emphasizing guest hospitality and directing associates to work together as a team presenting themselves as professional, aggressive and well informed Guest Service Agent.

领导并带领为您服务中心。职责包括培训、激励和管理员工以维持客人的满意度是工作的重点之一。主管应该确保员工有足够的资源来履行他们的工作,不断寻求改善的方法来满足客人的需求和期望。主管应高效，有规则的处理日常工作。依据本地标准造作流程协调每个班次的运营，使客人得到殷勤的款待并指导员工作为一个团队一起工作，充分发挥敬业、进取的精神。

SPECIFIC DUTIES

工作任务 :

• Hold a pre-shift meeting with Agent prior to reporting to stations. 负责每日的班前例会。

• Be prepared for each daily activity and review any variations with manager and Agent.

  与经理和员工一起准备好每一个日常活动和审核任何变化。

• Ensure all associates are aware of role and responsibilities and operate within their guidelines. 确保所有员工都意识到自己的角色、职责和操作的指导方针

• Communicate daily with Front Office Manager and/or MOD to assure consistency and pass-on of pertinent information. 每天与前厅部经理沟通和/或MOD以确保当前信息的一致性和传递交流

• Consistently document variations in associates performance including coaching, counseling and any disciplinary action in such cases. 在发生的情况中与同事保持一致的执行和商讨

• Ensure Agent is properly groomed and wear clean uniform and name tag at all times. Carry Basic card during work hours and know the Basic of the Day. 确保部门文员有正确仪容仪表，制服整洁，并配带名牌。在工作时间内，随时携带“真挚关爱”要旨。

• Ensure department cleanliness is maintained at all times. 保持部门的干净整洁。

• Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing. 对每个同事都进行管理的所有合理要求,让员工能在工作中得到表现

• Ensure associate maintain efficiency in the daily operation including quality of guest service and courtesy, bringing total satisfaction to all our guests and the hotel. 确保员工保持日常工作质量,使宾客服务和礼貌令酒店所有顾客带来总满意。

• Maintain close inventory control of uniforms, supplies and equipment on hand. 保持身边制服、生活用品及设备的库存

• Assist the AYS Manager to prepare and post weekly schedules by Tuesday of each week. Schedule is planned based on projected occupancy.每周二帮助为您服务热线经理准备公布周时间计划表。时间表根据（客房）预计占用率来计划安排。

• Conduct frequent hospitality audits to ensure the Agent are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.进行经常的热情接待的审计来确保部门接待人员以恰当的方式进行实行。确保优质服务标准是在适当的位置。

• Maintain a complete and accurate set of logs (pass-on, management schedule, emergency procedures, etc)坚持完成精确得保存记录（交接，管理计划，备用的程序，等）。

• Maintain a good working relationship between the Agent and associates of other departments.维持接待和其他部门员工之间的良好工作关系。

• Determine the requirements for, and the follow-up on, special groups or VIPs.确定特殊团队或VIPS的需要，并且后续跟进。

• Prepare and submit accident or injury reports when needed.需要时准备并提交突发事故和损害报告。

• Constantly stress to the Agent that they are the most effective tools in merchandising the hotel. Establish a “sales pitch” for the Agent to use when assisting guests.不断向接待强调他们在经营的酒店中是最有影响力的工具。为接待建立一个“销售目标”在服务客人时使用。

• Ensure all guests experiencing a problem receive an appropriate response, any promised compensation is delivered and all guest receive appropriate follow up in a timely and professional manner.确保所有客人经历针对问题能够接收到适当的回应，接收到任何担保过的赔偿以及收到恰当，及时和专业的方式解决跟进。

• Able to supervise the Agent and handle any associate situation.能够管理接待人员并且处理任何同事的事况。

• Establish effective communication with associates to gain their trust and respect.与同事建立有效的沟通来获得他们的信任和尊重。

• Maintain fair and consistent counseling and/or disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy.保持公正和可靠的意见以及纪律程序与公平待遇担保政策相一致。

• Train培训

• Ensure all associates are safety conscious and trained in safe work practices.确保所有同事具备安全防患意识并且培训安全工作的练习。

• Implement an effective training program for new and current associates using records, menus and appropriate reference manuals.为新来及当前的同事运用记录，菜单和适当的参考指南书目实施有效的培训计划

• Encourage problems solving by associates through proper training and empowerment.通过适当的培训和赋能授权，鼓励同事自主解决问题。

• Implement proper training program and control the training of the Agent to top efficiency and in accordance with Marriott policies.实施适当的培训计划并且掌控使接待人员到达最好的效果，使其与万豪政策相一致。

• Provide job descriptions and an updated training manual.提供工作描述并跟新培训手册。

• Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained in these procedures.对于酒店的火灾管理政策，突发事件报告，安全防患计划，以及每位同事关系的直接工作职责具备完全的了解。确保所有的同事在这些过程中正确的培训。

• Have accurate and complete guest assistance information available regarding sports and other special events taking place in city and restaurants.拥有准确并完成顾客在城市和餐厅有效的有关运动和其他特殊活动项目的服务资料。

• Facilitate departmental training modules. Continually monitor, evaluate and revise training content to reflect changes in the process and address the needs identified by associates and your manager.更进部门的培训模块.持续的监控，评估和修正培训内容从而在过程中反映变动并写下让同事和你的经理鉴别的有关(信息内容).

• Follow up regularly with Department Heads regarding the AYS process and the performance of their department responsibilities along with the department’s function.向部门领导定期跟进有关为您服务中心的进程及其它部门职责和部门运行所得业绩。

• Ensure Guestware program is operational at all times during shift.确保宾客响应系统在改变期间是全天运行的。

• Produce and distribute Guestware Executive Summary reports on a daily, weekly and period basis (tracking issues and Repeat Guest Program).

• Ensure Guestware and GSS scores and reports are posted visibly throughout the hotel.确保宾客响应系统和顾客满意度调查分值及报告在整个酒店处于可见状态。

• Facilitate new hire orientation Guestware module 1 hour at first orientation and 2 hours at 90 days.第一次定位应每小时更进新的出租定位宾客响应系统,90天后2小时更进.

• Attend and assist with monthly department meetings. 参加和协助每月部门会议的举行。

• Ensure all guest incident forms and logs are completely filled out and maintained. If computer tracking is used, also monitor this recording. 确保所有客人的事件报告表和记录填写完整。如果使用电脑追踪系统，也要清楚地记录。

• Properly handle all administrative work with regard to performance appraisals and terminations of Agent. Assist the AYS Manager in hiring process. 正确处理所有管理上关于员工绩效评估和终端。帮助经理了解整个雇用过程。

• Ensure all guests comments from in room comment card are log into Guestware and be contacted by phone for those need immediate response as indicated by Director of Rooms. 确保所有客人的备注表格在房间备注卡中并且输入到宾客响应系统。对于那些需要有及时回复的客人要有房务总监电话联系客人。

• Route associate commendations received from guests to the person responsible for assembling the daily communication packet. 根据员工由于各人的责任感而收到的嘉奖，进而会编到日常交流文档里。

• Report telephone breakdown and follow up maintenance requests for faulty services.

  报告电话故障并且跟进不当服务的维修要求。

• Supervise the use of beeper paging system. 监督呼机的呼唤系统。

• Know the features of the main telephone console. 了解话务台主要的特征。

• Supervise message-taking activities. 监督留言事项。

• Supervise associate to handle all incoming calls in courtesy manner. 监督员工在接所有内线电话注重礼节礼貌。

• Update and distribute inter-departmental telephone extension list periodically or as and when necessary. 定期的更新和分发内部部门的分机表或是在必要时。

• Submit update information on telecommunication to the management. 提交更新电信的信息管理。

• Maintain good relationship with Local Telephone Bureau. 与当地的电信局保持良好的关系。

• Double check wake-up call requests and wake sure all are input correctly into the console. 确认叫醒服务的要求并且保证其正确的输入到系统里

• Any other duties as may be assigned from time to time by management. 任何其他的职责在时间和管理上进行安排。

上班地址：上海市西藏中路555号